Fran is an experienced Customer Experience transformation leader with a strong track record of delivering large-scale change across complex, regulated organisations. She has held senior roles at global companies including GE Capital, AXA Life, Telefónica O2, Cable & Wireless Worldwide, BT, and most recently NewDay, where she played a key role through two successful business sales.
She brings deep expertise across financial services, telecommunications, utilities, and retail, with a focus on governance, operational excellence, and risk management. Fran is known for building high-performing teams and embedding sustainable change, combining strategic oversight with a strong commitment to empowering people to deliver exceptional customer outcomes.
Her leadership philosophy centres on the balance between technology and human experience—ensuring innovation enhances, rather than replaces, meaningful customer engagement. At NewDay, she developed significant expertise in supporting vulnerable customers, particularly in highly digital environments where over 99% of interactions were self-served or automated. This experience strengthened her commitment to designing services that are inclusive, accessible, and fair for all customers.
